WE'RE HIRING: Spanish-Speaking Service Desk Agent – AMS Region (Mexico)

Excis is a global IT outsourcing and managed services provider delivering world-class technology support solutions to enterprise clients worldwide. We are seeking a reliable, organized, and proactive Service Desk Agent to support our Americas (AMS) region and help deliver exceptional service to our global customers.

This is an excellent opportunity for IT support professionals with strong customer service skills to join a fast-growing global organization.

About Excis

At Excis, we believe in empowering our people through continuous learning, collaboration, innovation, and career development opportunities.

Job Summary

We are seeking a reliable, organized, and proactive
Service Desk Agent (Spanish Speaking)
to serve as the frontline coordinator of our IT support operations. In this role, you will handle incoming support requests, prioritize tickets, route technical issues to the appropriate teams, and drive timely resolution through effective coordination with Field Technicians and internal support resources.

This is a hands-on coordination position that requires strong technical awareness, excellent ticket management discipline, and the ability to ensure smooth service delivery and proper documentation for our clients.

Requirements

Key Responsibilities

Ticket Management & Prioritization

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  Receive, log, and triage incoming support requests via phone, email, portal, and ticketing systems.
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  Use technical knowledge to accurately prioritize tickets based on urgency, business impact, and SLA requirements.
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  Identify out-of-scope requests and follow proper escalation or change request processes.

Issue Coordination & Dispatch

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  Coordinate technical issues by routing them to the correct internal teams (Engineering, Network, Infrastructure, etc.) or dispatching Field Technicians for onsite resolution.
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  Actively drive Field Technicians to ensure timely completion of dispatched work orders and Same Business Day (SBD) requests.
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  Follow up on open tickets and escalations to maintain progress and achieve service targets.
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  Coordinate with internal support teams to ensure efficient ticket resolution.

Ticket Hygiene & Documentation

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  Maintain excellent ticket hygiene by adding clear, detailed updates, work notes, and resolution steps throughout the ticket lifecycle.
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  Ensure all tickets are properly documented, categorized, and closed with accurate information.
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  Maintain accurate records of incidents, requests, and service activities.
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  Contribute to knowledge management and process improvement initiatives.

Customer Service & Communication

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  Provide exceptional customer service and regular updates to end users.
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  Communicate effectively with clients, Field Technicians, and internal technical teams.
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  Ensure customer expectations are managed appropriately throughout the support process.
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  Act as a key point of coordination between users and technical support resources.

Requirements

Experience

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  Minimum 2 years of experience in a Service Desk, Help Desk, Technical Support, IT Support, or Service Coordination role.
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  Experience working in an IT outsourcing, MSP, or managed services environment is an advantage.
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  Experience supporting enterprise-level customers is preferred.

Technical Knowledge

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  Strong knowledge of Microsoft Windows operating systems.
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  Experience supporting Microsoft 365 applications and services.
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  Experience with Active Directory administration, password resets, and user account management.
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  Understanding of networking fundamentals including TCP/IP, DNS, VPN, and connectivity troubleshooting.
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  Experience with ITSM and ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, ConnectWise, HaloPSA, or similar tools.
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  Ability to assess technical issues and prioritize tickets effectively.

Skills & Attributes

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  Strong troubleshooting, analytical, and problem-solving abilities.
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  Excellent organizational and ticket management skills.
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  Strong attention to detail and commitment to documentation quality.
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  Excellent verbal and written communication skills.
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  Ability to work independently and collaboratively within a global team environment.
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  Customer-focused mindset with a proactive and solutions-oriented approach.
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  Ability to work effectively in a fast-paced environment while managing multiple priorities.

Language Requirement

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  Spanish speaking is required / highly preferred for this role.
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  Strong English communication skills are also required for global support operations.

Preferred Qualifications

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  ITIL Foundation Certification.
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  Microsoft Certifications.
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  CompTIA A+, Network+, or equivalent certifications.
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  Experience supporting global enterprise environments.
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  Exposure to remote support tools and cloud-based technologies.

Benefits

Why Join Excis?

At Excis, you'll be part of a global organization that values innovation, collaboration, and professional growth. We offer a supportive work environment, exposure to international clients, and opportunities to advance your IT career while making a meaningful impact on customer success.